TecnoContact is an advanced contact center management platform with omnichannel capabilities that allows companies to interact with their customers through multiple channels, such as website, email, Messenger, WhatsApp, Telegram, SMS, and more, from a single unified interface. Not only does this improve support availability and accessibility, but it also simplifies the management of customer interactions, ensuring a consistent experience no matter what communication channel is used.
With TecnoContact, agents can view all customer conversations in a single inbox, facilitating continuity of interactions and improving service quality. In addition, TecnoContact allows the automatic assignment of conversations to agents based on predefined rules, such as availability or skills needed, ensuring that each customer is served by the most suitable agent.
TecnoContact has the ability to manage and prioritize conversations, offering tagging tools, internal notes, and automations to ensure that the most critical queries are addressed quickly. Agents can also collaborate in real-time, share information, and coordinate responses, improving the efficiency of the support team.
TecnoContact includes a dashboard of detailed metrics and reports that allows supervisors to monitor team performance, measure response time, and analyze customer satisfaction. With these analytics capabilities, companies can identify areas for improvement and continuously optimize their customer service operations.
Integration with other systems, such as TecnoCRM and automation tools such as Tecnomatic and TecnoAutomata, allows TecnoContact to centralize all customer information and improve the quality of service by having access to relevant data in real time. This integration capability ensures a seamless and highly efficient omnichannel experience, providing customers with personalized and effective service.
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